Whistleblowing, compliments and complaints
We welcome feedback and take concerns seriously. You can share a serious concern, send positive feedback or tell us about a complaint.
Feedback helps us understand what is working well, where improvements may be needed and how we can continue to provide safe, respectful and person-centred support.
Tell us what you need to raise
Choose the route that best fits what you want to share. You can raise a serious concern, share positive feedback or make a complaint.
Share a serious concern
Use this route for serious concerns about unsafe practice, wrongdoing, abuse, neglect, poor conduct or risk to people we support.
Share positive feedback
We welcome positive feedback about staff, support, communication, partnership working or outcomes for people we support.
Tell us about a complaint or concern
If you are unhappy with any part of our service, tell us so we can listen, review and respond appropriately.
Share a serious concern safely and confidentially
Whistleblowing is for serious concerns about unsafe practice, wrongdoing, abuse, neglect, poor conduct, dishonesty, safeguarding failures or risks that may affect people we support, staff or the wider service.
We encourage people to raise concerns early. Concerns can be raised by people we support, families, staff, professionals, partner agencies or anyone who has a genuine concern about safety, conduct or service quality.
- Unsafe care or support practice
- Abuse, neglect or poor treatment
- Safeguarding concerns
- Dishonesty, fraud or serious misconduct
- Failure to follow policies or professional standards
- Concerns that have not been listened to or acted on
Tell us what went well
Positive feedback helps us recognise good practice, celebrate staff and understand what people value about our support.
- Positive feedback about support or communication
- Recognition for a staff member or team
- Feedback about outcomes or progress
- Good partnership working
- What you feel Pathway should continue doing
We want people to feel heard, respected and safe
We take complaints and concerns seriously. A complaint can be shared by the person receiving support, a family member, advocate, professional, commissioner, representative or partner agency.
Raise something early
If something does not feel right, tell us early so we can listen, respond and try to resolve it quickly.
Make a formal complaint
If you are unhappy with any part of our service, you can make a complaint and we will review it clearly.
Help us improve
Complaints can help us improve communication, support planning, safety, staff practice and service quality.
Complete our feedback form
Use the secure Microsoft Form below to raise a whistleblowing concern, share a compliment or make a complaint.
Information that helps us respond properly
Your details
Your name, contact details and relationship to the person receiving support, where you are happy to share this.
What happened
A clear description of the concern, compliment or complaint, including dates, times, location and people involved if known.
What you would like to happen
Tell us what outcome you are hoping for, such as a response, meeting, explanation, apology, review or service improvement.
How we aim to handle complaints
We receive your complaint
We will acknowledge the complaint and make sure it is passed to the right person for review.
We listen and gather information
We may ask for more details, speak with relevant staff and review records so we can understand what happened.
We review and respond
We will consider the concern fairly and provide a response, including any actions or learning where appropriate.
We learn and improve
Where feedback identifies a learning point, we will use it to strengthen practice, communication, safety and service quality.
You should not be treated unfairly for speaking up
We aim to handle feedback respectfully and sensitively. Raising a concern or complaint should not affect the way a person is treated. Information will be handled carefully and shared only where needed to review and respond to the concern.
Respectful communication
We will aim to communicate clearly, respectfully and without judgement.
Support to raise concerns
People may ask a family member, advocate, representative or professional to support them when raising a concern.
Accessible feedback
We will try to support people to share feedback in a way that works for their communication needs.
Immediate safety concerns should be escalated straight away
If someone is at immediate risk of harm, medical emergency or urgent mental health crisis, use the appropriate emergency, NHS, safeguarding or statutory pathway. You can also contact the person’s social worker, care coordinator, placing authority or relevant professional team.
Complaints about commissioned support can also be raised with the relevant placing authority, social worker, commissioner or professional representative where appropriate.
Share a concern, compliment or complaint
We welcome feedback because it helps us improve support, communication, safety and outcomes for the people we support.